Mrs. Peromnia Grant

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Professionalism Keys to Unlocking Exceptional
Customer Service

• Mrs. Peromnia Grant
• Assistant Superintendent, Personnel Services
• The School District of Volusia County
• Ms. Gina Stafford
• Coordinator, CCAMPIS Program
• Daytona Beach Community College

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Are You A Professional?
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Professional

• According to Websters New World Dictionary, a
  professional is one who is engaged in the high
  standards of a profession.
• How you look, talk, write, act and work
  determines if you are a professional.

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Amateur

• According to the American Heritage Dictionary an
  amateur is one who engages in an activity or
  study as a pastime and not a profession.

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Professional vs. Amateur

• Learns every aspect of the job
• Looks, speaks and dresses appropriately
• Is focused and clear-headed

• Skips the learning process whenever possible
• Sloppy in appearance and speech
• Is confused and distracted

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Professional vs. Amateur

• Does not let mistakes slide by
• Uses higher emotional tones enthusiasm,
  interest, contentment
• Produces more than expected

• Ignores or hides mistakes
• Uses Lower emotional tones anger, hostility,
  resentment
• Gives up at the first opportunity

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P

• Prioritize your work assignments.

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R

• Respect those you come in contact with.

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O

• Offer assistance to your co-workers if your
  schedule will permit.

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F

• Flexibility is imperative. You have to be able
  to switch gears at a moments notice.

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E

• Establish positive relationships.

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S

• Support your co-workers.

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S

• SMILE, SMILE, SMILE. A beautiful smile will
  leave a lasting impression.

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I

• Identify your strengths and weaknesses.

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O

• Optimistic attitudes are essential.

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N

• Never give false information. Dont be afraid to
  say I dont know, but I will find someone who is
  able to assist you.

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A

• Always strive to do your best.

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L

• Listening is very important.

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What is Customer Service?
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Customer service is a set of behaviors that a
business adopts during the interaction with its
customers.

• Courtesy
• Attitude
• Image
• Diversity

• Commitment
• Ethics
• Values
• Communication

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Negative Communication

• Zero- (absence of any communication)
• Crooked (positive followed by negative)
• Plastic-(insincere)
• Hostile- (aggressive)

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Positive Communication

• Genuine (real)
• Specific- (precise)
• Timely (immediate feedback)
• Sincere (without deceit)

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First Impressions

• You never get a second chance to make a good
  first impression.
• Office assistants or front line staff are
  critical to any organization. A first
  impression sets the tone for the quality of
  customer service the visitor will receive.
• When meeting someone for the first time, most
  people will concentrate on your face first. They
  will notice your neck and eventually move down to
  your feet. Therefore, proper grooming is
  essential.
• Keep a mirror at your desk and check yourself
  a few times during the day.

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Office Attire Dos/Donts for Women

• Dos
• Business suit
• Dress/Casual slacks
• Skirts (at the knee or below)
• Blouses
• Jackets
• Sweaters
• Pantyhose (optional)

• Don'ts
• Spaghetti straps
• Short skirts/shorts
• Clunky jewelry
• Overbearing perfume
• Unnatural looking make-up
• Jeans

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Office Attire Dos/Donts for Men

• Dos
• Business Suit
• Dress/Casual slacks
• Collard shirts
• Sports jackets
• Ties

• Donts
• Tank Tops (muscle shirts)
• Flip Flops
• Hooded sweatshirts
• Shorts
• Jeans

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How long does it take for you to form an
impression of someone youve just come in contact
with?

• _____5 seconds (when you first see and hear
  him/her)
• _____10 seconds (after his/her first words to
  you)
• _____30 seconds (after exchanging a few sentences)

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ANSWER..

• Research indicates that it takes approximately
  5-10 seconds for you to form an impression.

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What is?

• Body Language
• Verbal Tone
• Verbal Content

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?

• What percentage would you assign to each of
  these?
• Body Language
• Verbal Tone
• Verbal Content
• 100

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Communication Answers

• Body Language 55
• Verbal Tone 38
• Verbal Content 7
• 100

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Body Language Tips

• Have a firm handshake, but not too firm.
•  Good posture is important never slouch.
•  Maintain eye contact.
•  Use a natural tone of voice. Watch your
  intonation and volume.
•  Never speak too quickly.
•  Be sensitive to your counterparts body
  language but beware
• mirroring.

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Difficult People Dos

• Remain Calm
• Maintain a professional and courteous attitude
• Listen
• Paraphrase what you think youve heard
• Empathize
• Apologize without blaming
• Try to resolve at the lowest level
• If you are unable to resolve the issue, seek the
  assistance of a supervisor

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Difficult People Don'ts

• Dont challenge the person
• Dont let the conversation wander, stick to the
  facts
• Dont shift the blame
• Dont let your personal feelings get in the way
• Dont take it personally

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Telephone Etiquette

• The telephone is a valuable tool that is used in
  a business to communicate with the outside world.
  We sometimes take it for granted without
  realizing how important it is. Unfortunately, it
  is a tool that is often misused and can send
  negative messages to our callers.

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Telephone Tips

• Placing calls
• Answering calls
• Screening calls
• Taking messages
• Placing callers on hold
• Transferring calls
• Returning calls
• Closing the call

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Placing Calls

• Know the purpose of your call.
• Identify yourself.
• Speak clearly.

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Answering Calls

• Try to answer the phone on or before the third
  ring.
• Always identify yourself by telling the caller
  your name and the department theyve reached.
• Dont type of shuffle papers.
• Smile, Smile, Smile.. Remember your tone of
  voice comes through on the phone.

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Answering Calls

• Speak slowly, clearly and directly into the
  mouthpiece.
• Do not eat, drink or chew gum while taking
  telephone calls.
• Remember that every time you answer the
  telephone, you are a representative of VCS.

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Screening Calls

• Screening calls is an art. Not all callers wish
  to leave their name or information. However, you
  must find a way to get enough information to take
  a proper message.

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Taking Messages

• Refrain from using these phrases
• Who is it?
• Whos calling?

• More Appropriate
• May I ask whos
• calling, please.
• May I please take a message?

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Pertinent Information

• The callers name and who they represent
• Time and date of the call
• Nature of the call
• A return phone number
• The best time to return the call

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Placing Calls on Hold

• Refrain from using these phrases
• Hang on.
• Hold on.
• More Appropriate
• May I place you on hold?
• If the caller is holding for a period of time,
  check back with them and ask if they want to
  continue to hold
• IMPORTANT When you return to the phone, thank
  the caller for holding.

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Transferring Calls

• May I transfer your call to (?) department?

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Returning Calls

• Return phone calls as soon as possible.
• Identify yourself and inform the caller where you
  are calling from.
• Ex Good morning, my name is Gina Stafford
  from Daytona Beach Community College. Im
  returning a call to Mr. Davis, is he available?

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Closing the Call

• Before hanging up, make sure that all the
  callers questions have been answered.
• End the call with a pleasant phrase Have a nice
  day, or thank you for calling.
• Allow the caller to hang up first. This shows
  the caller that you are not in a hurry to get off
  the phone with them.

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Telephone Barriers

• Not able to make eye contact
• Language barrier
• Letting your thoughts wander

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Voice Mail Etiquette

• Record a personal greeting. Avoid using the
  standard greeting. Its impersonal and you may
  have already lost the callers interest.
• When recording your greeting, speak clearly,
  stating your name and your department.

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Voice Mail Etiquette

• Check and clear messages frequently.
• Return messages as soon as possible.
• If you are going to be out of the office for a
  period of time, leave that information in your
  message. Let the caller know who to contact in
  your absence.

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Telephone Stories
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Email EtiquetteNote VCS Has a Strict Email
Policy, Please Review This Policy Before Sending
or Responding to Any Emails.

• Read the response before you send it.
• Do not write in CAPITAL LETTERS.
• If you will be out of the office, send an out of
  office response.
• Remember emails can be used in a court of law.

• When sending or responding to an email, be
  concise and to the point.
• Dont respond if you are angry.
• If responding, answer all of the questions asked.
• cc vs. bc

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Feeling Good About Yourself

• Like Yourself
• Appearance is important
• Give yourself a pat on the back

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Congratulations You Are A Professional!!!
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Thank You !!
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Bibliography

• Are You a Professional, (N.D.) Retrieved January
  9, 2006, From the
• World Wide Webhttp//www.tipsforsuccess.org/profe
  ssionalism.html
• Email Etiquette Rules for Effective Email
  Replies. (N.D.) Retrieved January 9, 2006 From
  the World Wide Web http//www.emailreplies.Com
• Dress for Success, (N.D), Retrieved March 14,
  2007 From the World Wide Web http//champlinpark.
  com/attire/index.htm
• Hillman, J, Hovland, M, Tschohl, J. (1998).
  Connections Practice for Excellence, Path to
  Success. Iowa City Service Quality Institute.
• Morhead, A. Morehead, L. The New American
  Webster Handy College Dictionary. (1995). New
  York The Penquin Group.